About the Company
Key responsibilities:
Perform the Customer facing role for security operational teams having knowledge & experience on network security product and support on IT Security based services to a specified group of external global/corporate customersForm an integral part of 24*7 rota to provide security in-life support.
Configure, troubleshoot, and take escalations for Firewalls & Load Balancers,Windows/Linux system administration, or Cloud Native ToolingProvide a high level of technical support to our customers.
Triage, Review, and implement standard security specific changes in line withCustomer security policies and change control processes.
Own complex customer issues and see them through to resolutionTake the initiative and advise our customers on how automation can enhancethe stability and security of their solution.
Troubleshoot complex network environments and providing detailed analysisand fixing issues within contractual obligation and SLA. Technical issues can include troubleshooting customer network environments including firewall configurations, VPN technologies and access-control lists, VIP configurations, TCL (iRule) and Perl scripts, layer 4 thru 7 issues.
Establish and mature governance processes, embedding quality and consistency across the team, ensuring events and incidents are logged and resolved in a timely manner, maximizing availability and right first time (RFT).
Support and develop team to promote upskilling and career developmentPromote and establish high levels of incident ownershipUse data literacy to ensure effective MI, service reporting and diagnostics.
Ensure that all agreed communication, notification, updates are delivered intimely mannerKnowledge of device health monitoring tools and systemsAdhere to change and incident management process.
Collaborate with Account Managers and Business Development Consultants tobuild strong customer relationshipsCollaborate and share knowledge with other Engineers and Administrators onthe support floor.
Key Skills
Possess excellent written and verbal communication skills in English.
Be passionate about technology and has a desire to constantly expand technical knowledge.
Be detail-oriented in documenting information and able to own customer issues through resolution.
Be able to handle multiple tasks and prioritize work under pressure.
Demonstrate sound problem-solving skills coupled with a desire to take on responsibility.
Have broad knowledge of risks in Network Security market and industry best practices· Have broad technical understanding of diagnostic utilities, network applications, and technologies.
Possess a strong familiarity with key ITIL principles and best practices.
Have strong problem-solving skills and adopt a logical approach.
Technical Knowledge:
Master/Expert knowledge of:
NGFW, UTM, automation, networking and security concepts and devicesHave hands on experience on migrating the Firewalls from different vendorInfrastructure, Automation (Preferred), NexGen Firewalls (For example: Cisco,CiscoFirepower, Palo Alto, Checkpoint etc) configuration IPSEC and SSL, DMZ, VPN technologies, Profile Management (For example: MPF, DOS Protection) and/or hold relevant certifications.
Networking concepts and devices [All OSI Layers], Load balancers (For example: F5, Citrix), HTTP Protocol, Secure Socket Layer (SSL), DNS, Content switching policies.
Additional modules from different vendors (For example: GTM, APM, AFM).
Understanding of network packet analysis via tools such as wireshark and TCP dump.
Developing knowledge in Networking, Windows administration, or Linux administration.
Understanding of how traffic flows through an environment, both hosting-basedand cloud-based environmentsHave knowledge of devices that operate at multiple levels of the OSI stack.
Have good knowledge of routing protocols (e.g. OSPF, BGP, EIGRP etc.), security principles, technologies and public cloud platforms.
Be knowledgeable in the application of current and emerging network software andhardware technology and protocols.
Understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers.
Possess extensive knowledge and experience in managing customer service with the ability to attain in-depth knowledge of customer needs and environment.
Maintain understanding of desk technical and configuration activities, processes, and practices